Director of Hospitality

Description

About Texas Card House

Texas Card House is the premier social club and poker room in Texas. We are dedicated to providing a safe, legal, and upscale environment for poker players of all levels. We operate as a membership-based social club, prioritizing security, transparency, and a superior guest experience. We are not just a card room; we are a community hub where hospitality and gaming intersect.

Role Overview

The Director of Hospitality is the champion of the Guest Experience. While the Poker Operations team runs the game, and the Corporate Chef runs Food and Beverage Operations, you run the Room.

You will serve as a strategic peer to the Corporate Chef. While the Chef controls the menu, food and beverage quality, and BOH logistics, you control how that product is delivered, how the team members interact with guests, and the overall ambiance of the club. You will partner with our General Managers and develop the standards, experience, and all aspects of guest service across all roles in the room.

Requirements

Key Responsibilities

Front-of-House (FOH) Service Excellence

• Service Execution: Lead the floor team to ensure food and beverage delivery is fast, accurate, and non-intrusive. In a poker room, speed is currency; you will optimize workflows so players never have to wait long for a drink or a meal. 
• Staff Training: Design and implement service standards specifically for a gaming environment (e.g., serving etiquette at a full rail, understanding verbal/non-verbal player cues, minimizing game disruption).
• Beverage Service: Manage the bartending and cocktail service staff, ensuring TABC compliance and consistent drink quality.

Strategic Partnership with Corporate Chef

• The FOH/BOH Bridge: Act as the primary liaison between the dining room and the kitchen. Provide the Chef with real-time feedback from members regarding menu items and food quality.
• Execution of Vision: Collaborate with the Corporate Chef to launch new menus or promotions. The Chef creates the dish; you ensure the staff knows how to sell it, describe it, and serve it.
• Catering & Events: Coordinate the logistics for tournament food service and member appreciation events (e.g., set-up, tear-down, staffing levels), ensuring the Chef’s food is presented perfectly.

Membership & Front Desk Operations

• The "First Impression": Oversee the Front Desk team to ensure a seamless check-in process. This is the first line of security and hospitality.
• Guest Relations: Serve as the "Face of the House" for VIPs and regular members. Handle inquiries, special requests, and complaints with high-level conflict resolution skills.
• CRM & Data: Utilize membership systems to track frequent visitors and personalize the experience for high-volume players.

Facility & Ambiance Management

• Floor Management: continuously walk the floor to monitor the "vibe." Adjust lighting, music levels, and temperature to ensure player comfort during long sessions.
• Cleanliness Standards: Manage the Porter/Janitorial staff to ensure the gaming floor, restrooms, and common areas are spotless 24/7.

Financials & Labor Management

• FOH Labor Control: manage scheduling for all FOH departments. Optimize labor spend by analyzing player traffic trends (balancing quiet afternoons vs. busy tournament weekends).
• POS Management: Oversee the Point of Sale system (FOH side), ensuring accurate pricing, easy order entry for servers, and accurate tip reporting.

Qualifications

• Experience: 5+ years in FOH Hospitality Management (Upscale Dining GM, Casino Service Director, or Private Club Manager preferred).
• Casino / Poker Experience is not required
• Collaboration: Proven track record of working successfully alongside an Executive or Corporate Chef.
• Licensing: Must hold TABC certification; Food Manager certification is a plus.

Skill Set

• Expertise in Service Recovery (turning an upset guest into a happy one).
• Strong operational logistics (managing floor plans, server sections, rotation).
• Proficiency with POS systems (Toast, Union, etc.) and Reservation/Membership software.
• Strong interpersonal skills and the ability to implement and manage policies and procedures with all service team members.

Availability

• Hybrid schedule: primarily on-site at one of our locations (75% of the time) with the flexibility to work remotely 25% of the time.
• Must be available to work nights, weekends, and peak hours during major tournament series.
• Austin-based role, but must be available to travel regularly to all of our Texas Card House locations across the state.

Core Competencies

• The Service Leader: You don't just tell people to "be nice"; you teach them the technical mechanics of great service.
• The Partner: You respect the "Pass." You understand that the kitchen is the Chef's domain, and the floor is yours, but you work in sync to win.
• The Diplomat: You can navigate high-stress situations with players and staff with a cool head.